Service Delivery Manager (Bpo Voice International Account)

***College Graduate (Non-Negotiable)
***At least 2 years Senior Operations Manager under a BPO Voice International Account
***Experience in handling a team headcount of at least 300+ FTEs
Preferably with Six Sigma Certification

Primary Responsibilities
100% VOICE ACCOUNT
• Manage and be accountable for professional employees and/or supervisors
• Coordinate and supervise daily/weekly/monthly activities of team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
This role is equally challenging and rewarding. You'll need to stay positive at all times especially in difficult situations. You'll be asked to mentor, challenge and communicate effectively with all different types of people.

***Will handle 500+ HC
Knowledge of call center systems such as CMS, IEX, CTI and TCS
Understanding of call center performance metrics and measurements